Nishkarsh Pandey
Ghaziabad
Summary
Detail-oriented IT Support & Service Desk Specialist with 8 years of hands-on experience administering Microsoft 365, Azure Cloud Services, and Active Directory. Expert in managing the technical support ticket lifecycle, remote assistance, and ITIL framework incident workflows. Proven team leader dedicated to maintaining high SLA compliance and resolving complex technical issues quickly to maximize user uptime.
Overview
9
9
years of professional experience
Work History
Engineer- IT Operations
IT Convergence
Noida
10.2021 - 07.2026
- Managed end-to-end IT service delivery aligning with ITIL frameworks to meet SLA targets, maintaining a 98.2% compliance rate across global enterprise accounts
- Optimized ticket workflows in ServiceNow, successfully reducing Mean Time to Resolution (MTTR) by 24% and significantly accelerating overall response times
- Upgraded user provisioning workflows across Active Directory and Azure AD, driving a 15% improvement in First Contact Resolution (FCR) for cloud onboarding
- Provisioned Microsoft 365 licenses and Exchange Online mailboxes for onboarding users, ensuring 100% Day-1 readiness and zero-delay asset delivery
- Resolved complex L2 technical issues utilizing remote desktop tools, network troubleshooting protocols, and localized software configurations
- Administered enterprise user lifecycle operations (Joiners/Movers/Leavers) by configuring security groups, access policies, and object permissions in hybrid Active Directory environments
- Collaborated with cross-functional IT infrastructure teams to ensure seamless project execution, minor patch rollouts, and rapid major incident escalation
- Tool Used: ServiceNow, Active Directory, AAD, MS-365 MS-Exchange, Intune, 365 Admin Center, Intra Admin Center, ARMS Tool, Account Resource Management System, Windows Server R12, Staples Advantage, Lockout Status.
Sr Associate
Tech Mahindra
Noida
01.2020 - 08.2021
- Provided comprehensive technical and customer support for Verizon wireless services, troubleshooting cellular connectivity, mobile data configurations, smart devices, and wireless plans.
- Managed customer accounts and diagnostics utilizing the ACSS eGain platform to verify account statuses, log service inquiries, and run remote device diagnostic checks.
- Resolved network and mobile hardware issues, guiding customers through device resets, SIM card activations, network roaming configurations, and mobile hotspot optimization.
- Optimized personal First Contact Resolution (FCR) by 14% by creating efficient troubleshooting steps to fix connectivity issues and account glitches on the initial call.
- Maintained a 94%+ Customer Satisfaction (CSAT) score by delivering clear, patient, and empathetic support to resolve user service disruptions and billing inquiries.
- Minimized Average Handling Time (AHT) by 18% without compromising quality by streamlining user verification procedures and account lookups.
Associate
Concentrix
Gurgaon
01.2018 - 01.2020
- Provided comprehensive technical and customer support for Comcast residential wireline services, troubleshooting high-speed internet, cable TV, home phone (VoIP), and smart home security systems.
- Managed customer accounts and diagnostics utilizing ACSR, Einstein 365, and eGain platforms to check signal strengths, log customer inquiries, and update billing data.
- Resolved network and hardware connectivity issues, guiding customers through modem resets, router configurations, Wi-Fi optimization, and cable box troubleshooting.
- Optimized personal First Contact Resolution (FCR) by 16% by creating clear, efficient troubleshooting checklists to fix connectivity and account glitches during the initial call.
- Sustained top-tier Customer Satisfaction (CSAT) scores by delivering empathetic, clear, and patient support to resolve complex service disruptions.
- Executed value-driven upselling strategies by analyzing customer bills to help them pay less and get more value through strategic service upgrades and hardware promotions.
Education
MBA - Information Technology
Maharaja Agrassen Himalya University
Pauri Garhwal, Uttarakhand07-2022
BCA - Computer Application
Arunachal University Of Studies
Namsai, Arunachal Pradesh08-2016
Intermediate -
DRMM Joshi Inter Collage
Allahabad06-2013
High School -
Little Hearts HSS
Allahabab06-2010
ITIL- Foundation
Alision
AWS- Cloud Solution Architect
Intellipaat
Skills
- Active Directory Management
- Azure Cloud Services
- Microsoft 365 & Exchange Administration
- Intra Admin Center Operations
- IT Service Management (ITSM) & ITIL Framework
- Incident, Task, & Change Management
- Service Level Agreement (SLA) Compliance
- Incident Reporting & Tracking
- Technical Support & Remote Assistance
- End-to-End IT Service Delivery
- Team Leadership & Problem-Solving
Hobbies
- Writing & Singing
Projects
Projects-1
ServiceNow Workflow & SLA Optimization Initiative
- Re-architected support ticket categories, routing rules, and automated assignment matrices within ServiceNow.
- Implemented an internal Knowledge Base (KB) directory that deflected routine tickets and lowered the overall Cost Per Ticket.
- Cut Mean Time to Resolution (MTTR) by 24% and maintained an enterprise-wide SLA compliance rate of 98.2%.
Project-2
Hybrid Identity & Access Management (IAM) Migration
- Goal: To demonstrate your high-level L2/L3 infrastructure capabilities by showing you know how to connect on-premise systems with the cloud.
- Managed the synchronization and cleaning of user objects between local Active Directory domains and Azure AD Connect. Configured Role-Based Access Control (RBAC) policies, security groups, and multi-factor authentication (MFA) parameters for corporate resources. Enhanced overall domain security compliance while resolving complex hybrid authentication and cloud login incidents.
Project-3
AWS Cloud Project: Multi-Tier Web App Deployment
- Deployed a highly available 3-tier web application using Amazon EC2 instances distributed across multiple Availability Zones.
- Configured AWS VPC networking with public and private subnets, Internet Gateways, NAT Gateways, and secure routing tables.
- Implemented Auto Scaling and Application Load Balancers (ALB) to automatically manage traffic spikes and ensure zero downtime.
- Secured the environment by deploying an Amazon RDS database in an isolated private subnet using strict Security Group rules.
Languages
- English
- Hindi
Timeline
Engineer- IT Operations
IT Convergence
10.2021 - 07.2026
Sr Associate
Tech Mahindra
01.2020 - 08.2021
Associate
Concentrix
01.2018 - 01.2020
MBA - Information Technology
Maharaja Agrassen Himalya University
BCA - Computer Application
Arunachal University Of Studies
Intermediate -
DRMM Joshi Inter Collage
High School -
Little Hearts HSS
ITIL- Foundation
Alision
AWS- Cloud Solution Architect
Intellipaat